We are recruiting for a Quality Nurse Advocate to join Lacuna Health in Louisville, KY.
Provides orientation, training and education to Contact Center employees.
Responsible for auditing team documentation for Nurse Advocates, Coordinators, Clerks, and all other Contact Center staff.
Responsible for telephone monitoring for Nurse Advocates, Coordinators, Clerks, and all other Contact Center staff.
Maintains a close relationship and open rapport with all team members by providing written and verbal feedback in the form of performance reviews, coaching, and counseling as necessary.
Available as an expert resource to team members in the areas of training, documentation, policies, procedures, protocols and other Contact Center related matters.
Quality Monitoring - Establishes a consistent and robust quality monitoring program for Contact Center team, including, but not limited to, documentation and phone monitoring. Reports and relays information related to quality to upper management as needed. Ensures consistency and uniformity in quality monitoring program across all roles and responsibilities.
Systems/Policies Expertise – Serves as a subject matter expert on all Contact Center systems, policies, protocols, procedures, etc. Ability to answer team questions related to all utilized Contact Center systems. Ability to identify discrepancies and mistakes within documentation/procedures to ensure uniformity across all team members and roles.
Quality Coaching – Establishes professional and appropriate repertoire with Contact Center team members. Responsible for facilitation and delivery of feedback for all roles and responsibilities on a consistent, scheduled basis as well as ad hoc. Facilitates learning through demonstration and teaching to improve the overall quality of the team performance.
Professionalism and Confidentiality – Maintains a positive environment and encourages questions, clarifications, and an open approach to team monitoring. Works closely with Quality Manager and Nurse Advocate Supervisors to foster a positive work environment coupled with high team performance.
Must have excellent interpersonal, communication, and organizational skills.
Ability to motivate team members and maintain individual and team accountability for high level of productivity and customer service.
Ability to handle multiple projects and deadlines.
Proficient presentation, facilitation, and public speaking skills.
Proficient user knowledge of Windows Office programs (Word, Excel, PowerPoint), and the ability to learn specialized computer applications (Protouch, Point Click Care, HPAS, Meditech) that are specific to handling job requirements.
Ability to develop professional working relationships and communicate effectively as a team leader
Ability to plan, organize and prioritize multiple tasks that need to be completed on a daily basis.
Ability to maintain confidentiality.
Ability to work independently. Must be self-motivated and goal oriented.
Ability to communicate effectively, both orally and in writing.
Ability to maintain regular attendance.
Ability to perform the essential job functions of this job, with or without reasonable accommodations.
Demonstrates commitment, professional growth and competency.
Promotes company philosophy, mission and administrative policies to ensure quality of care.
Bachelor's degree preferred.
Must have an active RN license in the state of Kentucky.
Must have a valid driver's license.
2 years of equivalent experience in a teaching/preceptor or quality monitoring role.
4 years of past success with healthcare customer communications which may have been obtained in nursing or another clinical venue or through experience working with a contact or call center-type environment in a healthcare setting.
Minimum 5 years of post-acute healthcare experience.
Background in Case Management or Utilization is preferred.
Depending on a candidate's qualifications, this position may be filled at a different level.
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Job : Nursing Primary Location : KY-Louisville-Lacuna Health Organization : 4993 - Lacuna Health Shift : Day